People want to access and engage with healthcare in the same way they access other businesses; every time, at any time, and on any device

1. What if managing your health could be as easy
as using Amazon?

2. The last, best customer experience anyone
has anywhere

3. Is
their
minimum
expecta0on
for
the
healthcare
experiences
they
want
everywhere…

4. …for
everyone,
every
0me,
at
any
0me,
and
on
any
device
In 3-5 years, healthcare companies must deliver a
remarkable customer experience…

5. Driving Health & Wellness through a cognitive cloud is what
makes consumerism a strategic tool
Lead With
Customer
Experience
Employ
Design
Thinking
Use Any
Device At
Any Time

6. Consumerism Must Be:
Cognitive, 24x7, Transactional, Personalized
Consumers do not want to call
Consumers want to engage with mobile
devices
Consumers want to know, “Am I healthy
today?”

7. Designing A Better Care Model
What Would Make The Care Model More
Effective for Patients?
What
Is
Missing?
• Healthcare
has
no
habitual,
current
informa0on
about
all
aspects
of
the
pa0ent’s
health
• There
is
liBle
capability
to
demonstrate:
• Are
pa0ents
taking
their
medica0on
• Are
they
taking
it
correctly
&
all
of
it
• Are
they
refilling
it
on
0me
• Are
they
geHng
beBer
• What
other
illnesses
may
they
have

8. How Can The Wellness Model Become
Effective for Patients & Consumers?
Nothing
Is
Known
About
Someone’s
Current
Health:
EMR:
Data
about
how
someone’s
health
was
about
a
specific
illness
Neither
providers,
payers,
or
pharma
accesses
the
data
people
collect
using
smart
apps
and
wearables

9. Patients & Consumers Are Asking…
Who Wants To Manage My Wellness?
Pa0ents
&
Consumers
collect
a
lot
of
health
data…
Health
Apps
Wearables
Healthcare
does
not
collect,
assess
or
respond
to
consumers
about
their
own
health
data

10. The Data Patients & Consumers Collect is…
…almost worthless
“I’m
not
a
security
guard;
I’m
a
security
monitor…The
bank
is
being
robbed.”
The
health
data
people
collect
about
themselves
is
not
even
monitored

11. Patients & Consumers Are Asking…
How Can You Help Me Be Healthy?
• Collect
my
health
data
every
day
• Turn
my
data
into
informa0on
• Analyze
the
informa0on
• Tell
me
what
to
do
• Let
me
interact
cogni0vely
with
you
Habitual,
COGNITIVE
Health…”OK
Google”

12. OnStar Is Doing This Today For Cars
• They
collect
my
car’s
data
every
day
• Turn
my
data
into
informa0on
• They
analyze
my
informa0on
• They
tell
me
when
my
car
needs
a
checkup
Nobody Is Doing This Today For Cars
…but they could…

13. ! Real-time access & engagement
! User-Centered-Design for a great user experience
! Reduces the number of calls & repeat calls
! Triples the customer service hours
! Increases care coordination, patient acquisition &
retention
! Increases customer and patient satisfaction
“OK Google. Please
schedule the next available
MRI”
“We have one at 10 Monday
morning. But if you take the 6 PM
appointment, we will discount you
10%, and if you pay now, we will
discount another 10%. Also, I see
you need a refill on your Toprol.
Would you like me to refill that?”
What Could A Cognitive, Customized Healthcare Concierge Do?

14. What Are The Benefits Of A Healthcare Concierge?
! “Own” the consumer by owning their health data
! Increase Patient & Consumer acquisition
! Increase Patient & Consumer retention and referrals
! Capture more of the healthcare food chain
! Turn wellness consumers into patients
! Become the provider of choice, and make PCP visits
the exception
! Improve care
! Drive wellness & earn wellness reward points
“I will keep my appointment.””
“Your appointment at the is running
30 minutes late. May we
reschedule it for you? We awarded
you 100 wellness points for the
inconvenience.”
“Both of your children need back to
school physicals. We added extra
practitioners the week of August 3rd
to provide physicals. Your daughter
Sally needs the Tdap vaccine. Do
you want to schedule these?”

15. What if Consumers & Patients Could Manage Health & Wellness
Simply By Saying “OK Google?”

16. Recasting how Patients & Consumers Manage their Health
Consumers demand a Healthcare Consumerism Model that is:
User-Friendly
Portable
Interactive
Omni-Channel
Omni-Present
Habitual

17. SINGLE
IDENTITY
Connect
The
Dots
Connects
every
Individual
touch
point
into
a
single
view
MARKETING
DATA
Manage
Behaviors
At
Scale
Manages
everything
about
each
individual,
easily
and
at
scale
PERSONALIZATION
ENGINE
Automate
CommunicaCons
Gets
personal
with
each
Individual,
one
at
a
0me
and
in
real-­‐0me
UNIVERSAL
BEHAVIOR
Capture
Every
AcCon
Captures
and
manages
behavior
across
every
digital
and
offline
channel
to
build
unparalleled
insight
into
each
individual
BEHAVIORAL
INSIGHTS
Understand
Path
To
Revenue
Discovers
individual
preferences
by
analyzing
data
from
all
devices
and
channels
Real Consumer Engagement Requires…

18. Cognitive Cloud-Based Consumerism Platform
Making Health & Wellness Easy, Habitual, & Interactive
Shop for Plan Shop for Procedure Member Incentives

19. Healthcare Consumerism Must Become as Easy & User-Friendly as…
Amazon, Retail Banking, UBER, & Pokémon
Health
Care
Proactive
Wellness

20. Together, We Can Redefine Healthcare Consumerism